Beltel and Tattelecom started contact center with the system of speech recognition

The Beltel system integrator completed the large-scale project on upgrade of contact center of the largest telecom operator of Tatarstan of Tattelecom.

As noted, the contact center servicing needs of the company prior to project implementation did not meet requirements imposed to reliability of call center of the large telecom operator.

The solutions Avaya among which there is an IVR system of operator class MPS1000 became technical base of new contact center. As a workplace of the agent development of Beltel of Beltel Agent is used. Application of the systems of speech recognition - a set of the phone number of the employee when naming his name and surname or department where it works - SpeechDial, and the application developed by Beltel company allowing to call the city in Russia or abroad and to receive in reply the city code for commission of a long-distance call became the innovation feature of the project.

At dialing 8-148 subscribers are offered to call the region: Tatarstan, Russia or Cities of the world. When choosing the region a system suggests to call the city which it is required to call. If the city was recognized by a system, the subscriber is told the recognized name of the city and the code and the dialing rule is reported. If within 5 seconds a system did not recognize the city, or there is no this city in the list of the cities of this region and also if after the 2nd attempt of input of the city the voice command was not received, then the call is transferred to the operator.

The call center of Tattelecom is expected 105 operator places for incoming calls and 10 for conducting outgoing campaigns with participation of the operator, 10 – for processing of e-mail and service of contacts about the Internet of the website of the company. All talk of operators registers the Contact Recording system, and the quality of their work is analyzed using the Quality Monitoring system. All components of contact center are redundant.

The contact center is widely used as for needs of the operator – the reference service on services centralized by bureau of repair, settlings with subscribers, technical support services, monitoring and control of customer service, etc.; and for service of the third-party companies - the multichannel phone number and virtual office, etc.

Now for help desk 09/009 of Tattelecom implementation of a new "The automated reference system the" (ASIS 09/009) developed by the St. Petersburg company "Rost" comes to the end. Beltel and Rost companies also perform works on integration of the ASIS 09/009 system with a workplace of BeltelAgent and a billing system of ASR "Snow leopard".

One more direction of cooperation of Tattelecom and Beltel is creation of a fragment of NGN network.